The modern complexities of customer support and workforce management

The modern complexities of customer support and workforce management

We’re all tuned in to the realities of the modern workforce: our teams are often remote, distributed, or even outsourced. It’s also not just phone or email support anymore—now teams need to be skilled across multiple real-time channels like live chat, social, SMS, and more. Luckily, Vasu Prathipati (MaestroQA) and four customer experience leaders (Stitch Fix, Postmates, FabFitFun, and Credit Karma) have creative solutions. They’ll discuss forecasting volume across channels, staffing and scheduling, scaling for busy times of the year, and operationalizing agent performance and coaching. You’ll get new metrics, new technology solutions, and new hiring and management strategies.

Featured Speaker

Vasu Prathipati CEO & Co-Founder, MaestroQA

Caitlin Logan Sr. Director, Customer Experience, FabFitFun

Scott Arrieta Director, Client Experience, Stitch Fix

Anna Trinh Senior Quality Assurance Specialist, Credit Karma

Hetal Shah Customer Experience Product & Operations, Postmates

Event time

March 4, 2020,

11:30 am - 12:30 pm

Event Tracks

  • Track 2 - Who's using Zendesk

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